BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Refer to your store’s policy on meeting competitor’s ads
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Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
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Immediately change the price in your store to meet the competitor’s price
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Ask your store manager how to respond to the customer
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Detailed explanation-1: -A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first? Immediately change the price in your store to meet the competitor’s price.
Detailed explanation-2: -Negative language: “I can’t get you that product until next month. It is back-ordered and unavailable at this time.” Positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!"
Detailed explanation-3: -When your customer asks you to make an exception to the company policy regarding warranties, you should probably: Check with your immediate supervisor or manager. When customers return merchandise, you should: Treat them with the same respect you would if you were making a purchase.
Detailed explanation-4: -Most business ideas come from an entrepreneur spotting a need for a product or service. There are four main customer needs that an entrepreneur or small business must consider. These are price, quality, choice and convenience.
Detailed explanation-5: -What is meant by high-quality customer service? Consistently exceeding customer’s expectations for products and services received as well as the level of personal attention provided during the delivery. Creating profit for the operation is the first goal of high-quality customer service.